T-Mobile USA review: I'm complaining about unbelievably terrible customer service!!

I am just totally blown away by what has happened to some of the big so-called American companies over the last decade! In no way am I racist my children are from mixed backgrounds my my wife is a all together different nationality than myself I will not get into what it is but I just want to start up by saying that I love people for being good people no matter where they're from! However, when you have a customer service department especially working on the human side and aspects of things you cannot just have people that are from another country who don't totally understand the American English language just reading from a document and anytime you ask them a question outside of what's on their computer screen or any papers they can read off in front of them there's an absolute problem! I have been on the phone with both T-Mobile and MetroPCS over the last week about 10 times and every time I'm talking to them in a normal conversation about things that I'll get into on here The response is continually the same three or four paragraphs that you can tell they're reading from a document and it's just consistently doesn't matter what you say to them whatever general area It is in they read one of a few paragraphs, I know that they're reading this stuff and they don't really know the language beyond that or how to understand empathy in the American language because I've spoken with several different people they all have the exact same word for word responses they say to me no matter what!

Here is what my situation is and I just want to let you be the judge of what has happened to this world when some of these big companies that have taken over the companies we used to enjoy when I was much younger where there was actually a human aspect involved some caring understanding loving and I don't know how else to say it but actual real communication! It's not the money of the situation (or maybe it is no one I wasn't worth three bucks to them) It's the fact that there is not a single ounce of human connection when you're talking to somebody who is simply reading things from a page and continues to do that no matter what you're saying to them whether you're pouring your heart out about things in your life that are so detrimental and I know they have a job to do but you would think anybody would have a little bit of care in there but it's just I've never seen anything like it It's just so disheartening and I find this company to be the absolute worst! It makes me so sad it that it makes me angry!

So here's the situation. I am out of work battling cancer for the second time in 3 years It's a very very aggressive form I'm not a rich man by any means but I do pay my bills. I am broke right now from being out of work and having to pay the normal bills which of skyrocketed rent heat everybody knows I don't have to get into it but when you're out of work and your money's cut in half by TDI and you lived almost paycheck to paycheck it's almost impossible! So I had no money to pay my phone bill this month I've been a loyal customer to the Metro I pay my bill like I said I'm fighting cancer I had some extremely important doctor's appointments coming up this past week and this week right now My phone bill was due on the 13th and I needed my phone because nowadays who has a house phone and I am without a vehicle at the moment because I can't afford to fix it so I have to use a ride service for my doctor's appointment and Uber to get other places or the bus if it goes in any direction where I can get to but I don't have very great bus service in my area. Metro did give me a 3-day extension okay so at the $30 plan that was about $3 that they were nice enough to give me for my loyalty. I've been waiting for the ACP program to kick in through Metro they keep dropping the ball. I never had any issue with my ACP with my last phone carrier. Its only Vincent switching to Metro so if they had done that correctly I wouldn't be in this situation at all but they didn't do it correctly so here we are. As I said They did gave me the 3-day extension (value $3) I was praying that the ACP went through and I begged them to please it get on it It was only on their end I've already been approved through the government months ago they just keet screwing it up at Metro! So anyway the three days went by I was able to make it to a doctor's appointment using the 3 day extension. I had one coming today so I checked on my ACP progress last night and it did not go through again yet (don't know what they're hold up is My last phone company I was approved through the government and it was added to my account the next day the next day) I was almost tears because today's was a very important doctor's appointment. I don't internet at my house I use my phone for everything I don't have internet so I needed to be able to call my ride service or schedule a ride through Uber online. So I talk to my tail between my legs and said this is all I'm asking for I said I have a major doctor's appointment I have to get to It's a chemotherapy appointment I cannot miss I need to be able to get a ride there and a ride back I am begging you just give me one more 3 day extension and my TDI should be in next week I'll be all right without a phone for the next six or seven days if you can just give me three days so I can get to this appointment. The lady I was chatting with online was very very nice and seemed absolutely like she was going to do it I had mentioned to her that I already had a three-day extension and in my chat with her I praised her up and down I said listen you don't know how much this means to me I appreciate it so much I can't even tell you it just is such a relief to me knowing that I can get to my chemo and I thought we were all set but the next two messages I got were from a supervisor. I first thought she said everything was okay but because of a little language barrier and the way she was typing, she was ultimately saying to me sorry you already got 3 days can't help you. My response to her was I understand I know I'm a grown man I always pay my bills I just need help with three more days I'll go without a phone till I get my TDI if you can just give me the 3 days so I can get to my doctor's appointment her response to me in the next couple messages were she did not care if I made it to my appointment or not that was not Metro's fault all problem there are phone service company that's all. I said well please I said you know this is my life I'm talking about I understand bills and we all going to watch the bottom dollar of our business and everything else but I'm still a human being could you help me get to my doctor's appointment. Unequivocally absolutely no was her answer to me We gave you 3 days too bad. I was so upset I said okay thank you Good goodbye and hung up. I sat in my bed with tears in my eyes for the next couple of hours and cried and it takes a lot for me to cry but it was just so much at once my mothers anniversary is coming up I lost her to cancer in March, and once it's my cancer is back again and here I was tucking my tail between my legs asking some lady that's answering the phone in God knows where if I could get help from my phone company to get to an appointment that could potentially save my life at a cost of $3 to them.. and I just leave in bed and I was so just sickened by how this lady could have cared less that it was an extremely extremely important appointment I get to and the billion dollar company she's in a supervisor position at couldn't and wouldn't take a hit of $3 to potentially save my life! I'm laying in bed thinking that my life wasn't worth three bucks That's an awful feeling! I've called back a couple of times and haven't been rude I just wanted somebody to tell me that they cared I didn't want anything at this point I just wanted to hear somebody act like they gave a [censored] I got nothing again telling them my situation I said I don't want anything from you but is there anybody there that cares I said what has happened to this world I said when I was a kid you went down the street to the business you want to do business with you shook their hand smiled I saw the kids were doing and they genuinely cared about you as a person! Again what is going on in this world! I just got off the phone with another "supervisor" explaining that I'm going to switch companies let me know where my ACP approval number sits in their system so I can get it switched over to another company as soon as possible and she just didn't have the answer to give me or care so I'm explaining to her like very briefly I wasn't going on like this here trust me and I said I just want to hear somebody tell me they give a [censored] I said do you think my life is worth three bucks and she said sir we already gave you one extension I said I'm not asking for anything I just want to know if you think my life is worth $3 She never once said yes She said she had a job to do. She could have at least said absolutely sir I'm very concerned but unfortunately I have to follow certain policies and procedures and my hands are tied or whatever It doesn't even make sense to me but I want to tell you about another big company today that may have restored a little bit of my faith in human compassion and some of these bigger companies!

I was able to get a Wi-Fi signal from my neighbor and I got a hold of Uber and explained my situation they put me on the phone with the supervisor who was blown away with the way I was treated by Metro he said sir he said you have been a loyal customer to us here for the last several years he said I want you to go ahead and book your pickup from your house trips to your drop-offs to you your doctors and schedule your pickups for us to come get you and just make sure you give it enough time so you'll be done even if you have to wait 10 to 20 minutes and Uber will be there to get you We will take care of it sir If you if and when you have the money in the next couple months get it back to us how does that sound!

So I just want you to be the judge of Metro their phone service is fine as far as reception and that their prices are good but the worst absolute unequivocally worse customer service you will ever experience at any business anywhere in this world at the moment any business anywhere at this moment has better customer service and T-Mobile as far as compassion understanding and literacy of the English language goals It might not be their fault they're kind of thrown in and they're giving pages to read off so either way stay away from Metro!

S Sullivan

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